Posted: Tuesday 16th April 2013

Severn Trent Water has chosen Azzurri as its strategic enterprise telecoms partner, awarding them a multi-million pound contract for a managed communications service, incorporating a 1,000 seat contact centre implementation and an enterprise mobility roll-out for 5,000 users.

The contact centre implementation, which took place in 2012, saw Azzurri integrate an Avaya Communications Manager product. Myron Hrycyk, CIO of Severn Trent Water, said: “The utility industry is intent on focusing on delivering improved customer service and we want to be out there at the front. The effective provisioning of technology to each agent is therefore absolutely critical, and Azzurri’s expertise in delivering this has helped make this a market-leading implementation, in my view.”

Over the past four years, Severn Trent has been on a transformation journey as an organisation. Hrycyk explains: “My remit is as much about driving the business forward as it is about technology. Our vision was to exit a number of legacy buildings and consolidate down to fewer, newer buildings – to reduce costs but primarily to give our employees a 21st century working environment based around mobile technology.”

To deliver this strategy, Severn Trent needed to get the balance of telecoms, fixed line and enterprise mobility absolutely right. The contract with Azzurri has meant Severn Trent Water has seen a significant and measurable drop in telecoms costs, but also a corresponding improvement in productivity, as people are more contactable, are online and can respond far more rapidly.

Severn Trent Water is now a truly mobile organisation, with 1,600 BlackBerry devices and 3,000 mobile phones. They have 4,000 employees using virtualised desktops as they move around the organisation, and 2,000 work crews with ruggedized laptops, connected via iPass back to centralised business applications (all managed by Azzurri).

Myron Hrycyk concludes: “Azzurri add a lot of value to Severn Trent Water – as well as implementing and integrating the technology, they continually evaluate our telecoms infrastructure and bring to our attention new technologies from a wide range of providers that could change the way that we work, potentially offering us business opportunities. In my view, this is what a true managed service provider should offer.”

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